Introduced Tokenization service(MOTO) for call center non-holding
TV TOKYO Shopping operated by TV TOKYO Direct has a lineup of products introduced in the daily life information programs and TV shopping "Nanairo Hiyori!" And "Mono Star" that are being broadcast on TV TOKYO and BS Japan.
You can order by phone or via the internet / smartphone app.
We asked TV TOKYO Direct. Inc, Ltd., who introduced the "Tokenization service(MOTO)" as a measure to de Non-retention of credit card information about the background of the introduction.
TV TOKYO Direct. Inc: Interview support
Eiji Furuya (General Manager, System Marketing Department)
Takashi Omori (System Marketing Department and General Affairs and Accounting Department)
Mr. Yuya Otsuru (Business Promotion Department, System Marketing Department)
* As of August 2018
With the revision of the installment sales law in June 2018, it became necessary to take measures to Non-retention of credit card information. TV TOKYO Direct. Inc, Ltd. (hereinafter referred to as "our company") was aware that it does not hold credit card information, but when receiving a telephone order at a call center, the credit card information is entered into its own ordering system, and this part is credit. Since it corresponds to the "passing" of card information, it is necessary to take measures to prevent it from being retained. As a non-retention measure, we considered multiple services, but due to the characteristics of customers using our services, it was difficult to select the service. Among them, we started to consider a non-holding service using a tablet. The most important points were "how quickly and stress-free call center operators can handle" and "whether they can respond to customers without problems". With the "Tokenization service(MOTO)" of SB Payment Service (hereinafter "SBPS"), I felt that the talk script with the customer could be processed as it was, and the operator's operation could be processed without much time loss. Proposal from SBPS From the initial stage, I thought "this is possible" and talked about it within our company. SBPS's "Tokenization service(MOTO)" was superior to other companies' non-holding services because other services had to link the information entered on the input terminal with the mail-order system in some way. However, the "Tokenization service(MOTO)" does not have a heavy load of system linkage, and it is only necessary to read the dedicated barcode or QR code for the "permanent token" that is a token of the credit card number. We evaluated the points that have been devised in various ways and decided to introduce them.
Since the enforcement of the revised installment sales law was decided on June 1, 2018, we think that it is necessary to comply by the enforcement date, and we calculate back from the enforcement date and take measures against non-holding around December 2017. I thought I needed to decide on a solution. While we have received various proposals for non-retention solutions from around December 2017, there is also a reading that there will probably be no better solution than SBPS's "Tokenization service(MOTO)" in 2017. I decided to ask SBPS as of December.
The "Tokenization service(MOTO)" is a service that has just begun to be provided, and was being introduced while being developed on the SBPS side in parallel with our company, but it is the latest every day with Mr. Nonaka, who is in charge of SBPS sales, as a hub. I was able to introduce it without stress because I was proceeding while having the information of.
There was only one request, and the "Tokenization service(MOTO)" reads "permanent tokens" with barcodes and QR codes, but I was glad if the reader of the reading could also suggest it. In order not to reduce the efficiency of the operator, we needed to find a reader that does not have to read quickly or hassle, so we ordered and verified multiple readers. As a result, the reader provided by A Limited company Aand-toef Corporation has high reading accuracy, and we evaluate it. I would be grateful if you could propose a "Tokenization service(MOTO)" and a leader as a set.
* Currently, it is possible to propose leaders provided by A Limited company Aand-toef Corporation. Please see here for details.
It was necessary for the operator to summarize the business flow when actually processing orders using the tablet, but what was previously inputting credit card information with the numeric keypad of the PC will only change to the flow of inputting to the tablet. Therefore, we were able to introduce it without significantly changing the existing basic flow. I thought that the operators were reluctant to enter the credit card information on the tablet, but many operators were not reluctant to operate the tablet, so at first I was amused. The operators were less confused than we were worried about. "Tokenization service(MOTO) When we introduced, we had to ask the customer for credit card information, then put the phone on hold, then enter the credit card information on the tablet and check it by visual inspection. It is allowed to operate while listening. Currently, about 60 to 70% are operated while listening on the phone. Regarding the response time, it was assumed that it would be about 1 minute longer than before because the step to read with the QR code is added, but in reality it can be handled in about 30 seconds, which is half of that, so this time `` Tokenization service(MOTO) I think the introduction was successful.
One tablet was prepared for each call center seat. All seats at the same time Credit Card Payment I will not do this, but I will prepare a tablet that I am not using as a spare. When the tablet installed in the operator's seat cannot be used immediately, such as when the session time is exceeded, we ask the operator to raise his hand and bring a spare tablet to the operator. In order not to keep customers waiting, we have introduced a number of units with a margin while considering spares.
As the next step, we would like to strengthen the payment part in cooperation with SBPS, such as using "permanent tokens" to make payments for the second and subsequent purchases without asking for credit card information. In addition, as various payment services become widespread, we would like to introduce a convenient and optimal payment service for the elderly, so we would like to ask you to continue to provide the latest information. I am.
With the revision of the installment sales law, while each merchants is worried about the non-holding of credit cards, SBPS's "Tokenization service(MOTO)" was evaluated and the non-holding support was successfully realized. I am glad that I was able to do it. In introducing the "Tokenization service(MOTO)", I learned a lot while proceeding with the development together with TV TOKYO Direct. As a successful model for dealing with non-holding of MOTO (mail order / telephone order) merchants, we will utilize this experience and know-how to continue to take important non-holding measures and convenience to protect the business of merchants. We will continue to provide high-quality payment services.
SB Payment Service
Sales Headquarters Sales Department 2 Section 1
* Service names, departments, job titles, etc. are as of August 2018.
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